Daylin McCastle
Huntersville,NC
Summary
Dedicated individual with exceptional customer service skills. Exhibits a strong aptitude for learning and adapting to new environments. Thrives as a collaborative team player, always striving for excellence. Valued for excellent time management and dependability, consistently arriving early to work and maintaining a positive work ethic. In 2015, successfully launched a web design, computer building, and game development business after graduating high school, which stands as a significant accomplishment.
Overview
14
14
years of professional experience
Work History
Help Desk Support Analyst
TEKsystems Inc
02.2024 - Current
- Responsible for support operations for the TaxAct Professional and Consumer product lines and related processes
- Provide professional and friendly support to all external and internal customers
- Help other agents by answering questions through chat and/or taking over communication with the customer when appropriate
- Troubleshoot and research customer issues and, when appropriate, clearly communicate them to the appropriate manager or department for a quick resolution
- Research complex tax-related program issues or questions
- Provide timely phone, email, chat, and social media support requests to TaxAct customers
- Make suggestions to management on business process improvements based on customer contacts
- Communicate trending issues to management
- Based on customer interactions, propose needed responses for the knowledge database
- Routinely promote teamwork and foster collaboration
- Convey a professional and positive image internally and externally
- Other job duties as defined.
Assistant Manager
Quick Trip
Charlotte, NC
02.2023 - 10.2023
- Maintain all operations within the store
- Opened and closes store at beginning and ending of shifts
- Performed official money count every night and uphold a high standard of customer service
- Manage daily reports, order, stock and restock store merchandise
- Service customers at point of sale and resolve questions from customers over the phone and in person.
Delivery Expert/Customer Service Representative
Domino's
Charlotte, NC
04.2022 - 09.2022
- Handle and deliver orders to customers for food service
- Take in orders at cash register and run transactions
- Handle food prep in oven
- Operated the cash drawer
- Assisted customers with questions.
Assistant Manager
Doc Popcorn
Charlotte, NC
09.2021 - 04.2022
- Take orders at a cash register, Make popcorn, lemonade, slushies, and more
- Manage employees, keep up to date with the schedule
- Organize storage
- Take in orders for restocking
- Make deposits for the company
- Opened and closed.
Payroll Specialist
Allstate Insurance
Charlotte, NC
03.2019 - 12.2020
- Compiled employee time, production, and payroll data from time sheets and other records
- Processed paperwork for new employees and entered employee information into the payroll system
- Verified attendance, hours worked, and pay adjustments, and post information onto designated records.
Claims Representative
Allstate Insurance
Charlotte, NC
03.2019 - 12.2020
- Received incoming and outgoing phone calls, made, and maintained a connection with the customer by understanding and meeting their needs; served the customer with empathy; and followed up to ensure that customer needs have been met
- Performed clerical duties, including data entry, filing paper documents, email, calendar management, and word processing
- Handled claim files (locates/requests files, files paperwork, reconstructs missing files, moves misfiled documents, sends to other offices, etc.)
- Retrieved, prints, faxes, or mails supporting documentation to vendors or others as directed
- Provided back-up for any support functions in the office
- Contacted and received contact from customers or other claim related third parties to obtain and/or provided necessary file information to comply with quality and process standards
- Generated and sent appropriate forms to insured/claimant for completion
- Processed claims payments, completed all necessary forms, logs documents into the system, and routes them to the appropriate parties.
Cashier/Cook/Team Leader
Wendy's (Saren Restaurants, Inc.)
Cornelius, NC
03.2018 - 09.2018
- Performed Cashier duties when necessary
- Served as cook and operated drive-thru
- Served as Team Lead when necessary
- Attended to customer needs, questions, and complaints
- Mentored other store employees in customer service and assistance to help improve overall customer satisfaction.
Assistant Manager/Sales Associate
KFC
Cornelius, NC
11.2017 - 12.2017
- Performed Cashier duties when necessary
- Served as cook and operated drive-thru
- Addressed customer needs, questions, and complaints
- Mentored other store employees in customer service and assistance to help improve overall customer satisfaction.
Production Worker/Assembler
BMW Manufacturing Co., LLC
Greenville, SC
03.2017 - 11.2017
- Worked on the production line with consistent speed and accuracy
- Ensured that production requirements and standards were met consistently
- Made every effort to increase productivity and efficiency without compromising quality
- Completed tasks such as car part assembly ex: engines and motors
- Operated machinery such as forklifts correctly and maintained it with care
- Worked on BMW ignition
- Worked cooperatively with the production team to meet quotas and goals.
Security Guard
Securitas
Charlotte, NC
06.2016 - 01.2017
- Secured premises and personnel by patrolling property; monitoring surveillance equipment; inspecting buildings, equipment, and access points; permitting entry
- Obtained help by sounding alarms
- Prevented losses and damage by reporting irregularities; informing violators of policy and procedures; restraining trespassers
- Controlled traffic by directing drivers
- Completed reports by recording observations, information, occurrences, and surveillance activities; interviewing witnesses; obtaining signatures
- Maintained environment by monitoring and setting building and equipment controls
- Maintained organization's stability and reputation by complying with legal requirements
- Ensured operation of equipment by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; evaluating new equipment and techniques
- Contributed to team effort by accomplishing related results as needed.
Advertising Sales Representative
Buffalo, NY
02.2011 - 03.2013
- Door to door sales- Renewable energy, solar panels
Education
Central Piedmont Community College
Charlotte, NCCompTIA+ Certification -
PerScholas
High School Diploma -
William a Hough High School
Cornelius, NC01.2019
Skills
Computer Programming
Windows
Computer Design/Building
Computer Repair
Game and App Development
Web Design
Computer Coding
Customer support
Sales
Google Docs
Social Media Management
CompTIA certification
References
Furnished upon request.
Timeline
Help Desk Support Analyst
TEKsystems Inc
02.2024 - Current
Assistant Manager
Quick Trip
02.2023 - 10.2023
Delivery Expert/Customer Service Representative
Domino's
04.2022 - 09.2022
Assistant Manager
Doc Popcorn
09.2021 - 04.2022
Payroll Specialist
Allstate Insurance
03.2019 - 12.2020
Claims Representative
Allstate Insurance
03.2019 - 12.2020
Cashier/Cook/Team Leader
Wendy's (Saren Restaurants, Inc.)
03.2018 - 09.2018
Assistant Manager/Sales Associate
KFC
11.2017 - 12.2017
Production Worker/Assembler
BMW Manufacturing Co., LLC
03.2017 - 11.2017
Security Guard
Securitas
06.2016 - 01.2017
Advertising Sales Representative
02.2011 - 03.2013
Central Piedmont Community College
CompTIA+ Certification -
PerScholas
High School Diploma -
William a Hough High School